Terms & Conditions

1. Who we are

This website and the goods sold on it are supplied by Veneko Ltd, trading as RetroCraft (“we”, “us”, “our”).

In these terms, “you” means the person or organisation placing the order. Where we say “consumer” we mean an individual buying wholly or mainly outside their trade, business, craft or profession. Where we say “business customer” we mean anyone else.

2. Our products

Everything we sell is made to your specification: custom leather patches and caps with your patch applied. Images and previews on this website are illustrations. The configurator preview is a guide to proportions, colour and finish; your digital proof is the definitive representation of your order.

Natural materials vary. Genuine leather is a natural product. Grain, markings and tone vary from hide to hide and within a single hide, and laser engraving on genuine leather produces a natural variation in depth and colour. These variations are a characteristic of the material, not a defect. Synthetic leathers (microfibre, faux leather and faux suede) are more uniform. Colours on screen can differ from the physical material; request a sample pack if an exact colour match matters.

3. How the contract is formed

Ordering is a four-stage process:

• Your order or quote request is an offer to buy. It is not accepted at this stage.
• Your digital proof. We prepare a proof showing your design, size, material and finish. You may request changes to the proof free of charge until you are satisfied.
• Your approval. When you approve the proof in writing (including by email or through our website), you confirm that the proof is correct in every respect, including spelling, wording, layout, size and colours.
• Our acceptance. The contract between us is formed when we confirm your approved order in writing and, where payment in advance applies, when we have received payment.

We may decline an order before acceptance, for example if the artwork is unsuitable for the chosen material or if we believe it infringes someone else’s rights. If we decline, we will refund anything you have paid in full.

4. Your artwork and intellectual property

By sending us artwork, logos, names or text, you confirm that you own it or have permission to use it, and that producing it for you will not infringe anyone’s copyright, trade mark or other rights. You keep all rights in your artwork; you give us permission to use it only to prepare your proof and make your order.

If you are a business customer, you agree to compensate us for any losses, costs and claims we incur because artwork you supplied infringes a third party’s rights.

We will not show your products in our portfolio, website or social media without your permission. We may refuse artwork that is offensive, unlawful, or that we reasonably believe infringes another person’s rights.

5. Prices, VAT and payment

Prices are shown in pounds sterling. On this website the main price is shown excluding VAT, with the VAT-inclusive price shown alongside. VAT at the current rate (20%) is added to your order and shown separately at checkout and on your invoice. The price that applies is the one confirmed with your approved proof.

There are no setup fees, artwork fees or proof revision fees. Delivery charges, where they apply, are shown before you pay.

Unless we have agreed credit terms with you in writing, payment is due in full before production starts. If we have agreed credit terms with a business customer, invoices are payable within the period stated on the invoice.

If we make an obvious pricing error, we will contact you before accepting your order and you may either proceed at the correct price or cancel with a full refund.

6. Production and delivery

Production times run from the date you approve your proof and we receive payment, not from the date you first enquire. Our standard turnaround is 10–12 working days and priority turnaround is 6–8 working days. These are estimates; if you have a fixed deadline, tell us before you approve your proof and we will confirm in writing whether we can meet it.

Some orders are produced by carefully selected production partners to our specification. Whoever makes your order, we check the finished goods against your approved proof before dispatch.

Delivery terms, including charges and what happens if a parcel is delayed or damaged, are set out in our Delivery & Returns policy. Responsibility for the goods passes to you when they are delivered to the address you gave us. Ownership passes to you when we have received payment in full.

7. Cancelling your order

Before you approve your proof, you may cancel at any time and we will refund anything you have paid in full.

After you approve your proof, your order is made to your specification and personalised. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply to goods made to the consumer’s specifications or clearly personalised. We will still do our best to help: if production has not started, contact us straight away and we will cancel and refund you, less any costs we have already incurred, which we will explain to you.

Sample packs and any goods that are not made to your specification can be returned within 14 days of delivery if you are a consumer.

8. If something is wrong with your order

If your goods are faulty, damaged, or do not match your approved proof, please tell us within 14 days of delivery, with photographs, so we can put it right quickly. We will repair or replace the affected items or, where that is not possible, refund you for them. We may ask you to return the items, at our cost.

We are not responsible for errors that appear in a proof you approved, for natural variation in genuine leather (see section 2), or for damage caused by incorrect application, washing or wear.

If you are a consumer, you have legal rights under the Consumer Rights Act 2015: goods must be as described, fit for purpose and of satisfactory quality. The 14-day notice period above is a request that helps us act quickly; it does not limit those rights. For detailed information, visit Citizens Advice.

9. Our responsibility for loss or damage

We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory rights as a consumer.

If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We supply goods for domestic and private use; if you use them for a business purpose we have no liability to you for loss of profit, loss of business or business interruption.

If you are a business customer, our total liability arising from or in connection with an order is limited to the price paid for that order, and we are not liable for loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.

10. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as carrier disruption, customs delays, extreme weather or supplier failure. If such an event affects your order, we will contact you as soon as possible and do what we reasonably can to reduce the delay. If the delay is significant, you may cancel and receive a refund for goods you have paid for but not received.

11. General

We use your personal information only as set out in our Privacy Policy.

We may update these terms from time to time. The version that applies to your order is the one published when your order was accepted.

These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and you keep the protection of any mandatory consumer law of the part of the UK where you live.

If you have a complaint, please contact us first. We aim to acknowledge complaints within two working days and to resolve them within 14 days.